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Snom phone issues

Posted on 2010-08-23
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Last Modified: 2012-05-10
Have a SNOM 370 and a 320 phone that rebooted itself today for no apparant reason.

Trixbox showing no SIP connection to  both phones.

Here's what the troubleshooting I've done so far:

- Swapped network connection with a different working SNOM phone, doesn't work at other location, the other SNOM phone works OK. So not a network port/cable problem.
- Checked dhcp logs at /var/log/messages , when the phone boots up you can see it broadcast DHCPDISCOVER requests, server replies with a DHCPOFFER. No DHCPACK comes back from the phone (whereas other phones do ACK), this repeats with no ACK from the phone.
- On the phone it was stuck on "Sending DHCP request.." message
- Eventually it ACK'd and got assigned an IP address, at the sametime TFTP logs show a timeout trying to server the <mac>.cfg file to the phone:
===
Aug 23 15:28:07 Serving 000xxx.cfg to 10.0.201.192:18168
Aug 23 15:28:12 timeout: retrying...
Aug 23 15:28:12 Serving 000xxx.cfg to 10.0.201.192:18168
Aug 23 15:28:17 timeout: retrying...
Aug 23 15:28:17 timeout: retrying...
===

- Tried removing the DHCP entries for this mac address in dhcpd.leases, restart dhcpd and reboot phone, same issue.
- Reset phone to factory defaults following tihs guide - http://wiki.snom.com/wiki/index.php/Firmware/Update/TFTP_Update#Recommended_Update_for_Snom3xx_using_Pumpkin
- It rebuilt its flash from the .bin file from the TFTP server, the file is 3.8MB and you assign the phone a static IP during this process, it completed the download and writing of the flash OK.
- After TFTP update process, when starting up, it does its DHCP request, and then goes to the "Repeating provision request.." with a coutdown timer, and the TFTP logs show the attempt to serve the <macaddress>.cfg file to the phone but constant timeouts.
- Ping tests show constant lost packets to the phone during the reboot process.

Is this a hardware problem with the phone? I also have to consider that when assigning it a static IP during the TFTP update process it appears to be OK for connectivity as it's able to download the 3.8MB bin file, run it's CRC check and write it to flash.. i forgot to run a ping test during the process. So maybe it's to do with DHCP?

The same thing is happening for the other phone, SNOM320 which went down around the same time, very similar issues, but didn't do a factory restore for this one. i.e. timeouts when trying to provision the phone in the TFTP logs.


What else can i try/have i missed?
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Question by:wicked711
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Expert Comment

by:DrDamnit
ID: 33499850
Flash the phones to the very newest firmware, do a factory reset, re-provision the phone. Post back if that fixed the problem.
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Author Comment

by:wicked711
ID: 33506694
Isn't that what this does? - http://wiki.snom.com/wiki/index.php/Firmware/Update/TFTP_Update#Recommended_Update_for_Snom3xx_using_Pumpkin

Quote - "Note 1: Updating the firmware with the TFTP update application also erases the settings in the flash. This means that all previous settings are lost and the phone does not know even its own identity. "

So i already have, it fails at the provisioning step.
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Accepted Solution

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wicked711 earned 0 total points
ID: 33555665
Replacing the phones physically with new ones fixed the issue, appears the phones were faulty.
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